As Head of Customer Support, you will own the vision, roadmap, and performance of WeWard’s global support organization.

Your goal: build one of the most innovative, efficient, and user-centric support experiences on the market, combining human empathy, product excellence, smart use of rewards (Wards), and AI-driven automation.

You will lead a growing hybrid organization (internal team, outsourced agents, and technical systems), ensuring WeWard delivers world-class service quality while scaling efficiently and profitably.

Beyond operations, you will act as the structured voice of the user inside the company, turning real-world feedback into product, business, and organizational decisions that directly impact satisfaction, retention, and trust.

Key Responsibilities

1. Strategy & Vision

• Define and communicate the long-term vision for Customer Support at WeWard, aligned with company objectives around user satisfaction, retention, efficiency, and scalability.

• Position Customer Support as a strategic business function: a source of user insight, product improvement, and retention — not only a cost center.

• Build and own a clear multi-year roadmap balancing: AI automation, process optimization, human expertise, and smart use of rewards (Wards).

• Ensure regular execution, prioritization, and follow-up of this roadmap with clear KPIs, accountability, and leadership visibility.

• Act as a strategic counterpart to Product, Tech, Data, Marketing, QA, and Business teams to ensure user impact is always considered in decision-making.

2. Product, Automation & Process Roadmap

• Own the Support Product roadmap in close collaboration with Product and Data teams: identify, prioritize, and deploy tools and systems (AI agents, workflow automation, QA dashboards, analytics).

• Rely on a strong operational setup already in place: work closely with Thibaud (AI Operations Manager), your right hand, who owns day-to-day operations, tooling, automation, and process optimization.

• Together, oversee the evolution of Zendesk and connected tools (Amplitude, internal platforms) to maximize automation, data quality, and actionable insights.

• Drive a culture of experimentation and measurement (e.g. A/B testing of responses, automation vs manual resolution, compensation vs human time).

• Ensure all processes are scalable, documented, and measurable, with clear ownership and performance indicators.

3. Performance, Retention & Financial Ownership

• Oversee a hybrid global support team including: Thibaud, José (Operations Manager), Estelle & Veronica (Customer Specialists), and a team of ~10 outsourced agents.

• Own and continuously improve key support KPIs, including: User retention and re-engagement post-contact, CSAT, First Resolution Time, share of automated tickets, cost per contact (all-in: human, tools, AI, rewards), impact on App Store ratings.

• Pilot the global Customer Support budget, covering: internal and external teams, tools and AI solutions and distribution of Wards as a support lever.

• Define clear decision frameworks to arbitrate between: human time, automation, and direct compensation via Wards — always aiming to maximize user satisfaction and retention at the lowest sustainable cost.

• Oversee and secure support-related financial flows, including bank transfers and gift cards issued to users.

• Work closely with Tech / Fraud and Data teams to design and continuously improve robust validation and anti-fraud workflows, ensuring legitimate users are rewarded while limiting abuse.

4. Leadership, Organization & Scaling

• Lead and scale a global hybrid support organization, building on a strong operational team already in place.

• Clarify ownership across operations, automation, and strategy, and secure the right resources to deliver the roadmap.

• Foster a culture of ownership, empathy, and continuous improvement, with regular performance reviews and clear accountability.

5. Cross-Functional Influence & Voice of the User

• Act as the structured voice of the user across Product, Tech, Marketing, QA, and Business teams.

• Ensure Customer Support is involved early in product launches, experiments, and user-facing communications.

• Turn user feedback into clear, actionable insights, and regularly present learnings and KPIs to company leadership.

• 10+ years of experience in Customer Support / Customer Experience within a high-scale B2C environment

• Proven ability to lead support organizations beyond operations, with experience managing teams and managers.

• Strong user- and product-oriented mindset, able to turn user feedback into concrete product and business decisions.

• Data-driven and business-minded, comfortable owning KPIs, budgets, and trade-offs between human effort, automation, and user compensation.

• Experience working closely with Product, Tech, Data, Marketing, and Fraud/Risk teams.

• Comfortable dealing with financial and sensitive topics (payments, rewards, fraud, user compensation).

• Natural leader and clear communicator, able to influence across teams and represent the voice of the user at leadership level.

• Thrives in fast-growing, ambiguous environments and enjoys building structure at scale.

• 30-minute call with Kaënaath, our Talent Acquisition Specialist.
  You’ll discuss your background, expectations, and motivations, and she’ll introduce you to WeWard and our mission.

• 45-minute call with Tanguy, our Co-founder and your future manager.
  Together, you’ll dive deeper into the role, its missions, and what success looks like in this position.

• Case study prepared by Tanguy, Aurélien (CTO) and Yves (CEO), followed by a 1h30 debrief session.
  This is a two-way exchange to assess fit, strategic thinking, and share mutual feedback.

• 30-minute call with Thibaut, our Customer AI Operations Manager, with whom you’ll work very closely. Together, you’ll dive deeper into the role, its missions, and what success looks like in this position.

• Meeting with your future team members — the people you’ll be leading day-to-day.

• Office visit to meet other members of the WeWard team and discover our work environment.

And finally, if everything aligns… Welcome to WeWard! 🎉